LUXsucks trolling customers

[cheshirecat]

Hello. My order was canceled and, as compensation, I received a 30% promo code yesterday. On the same day, I added the Oakley x Cinelli EJ Redux to my cart and applied the code to make sure it worked—and it did. However, when I returned the next day intending to complete the purchase, the promo code no longer applied to this specific model, even though it still works on all others. Just imagine the level of customer service at Luxottica, where someone manually revokes the code’s eligibility for the exact item you want. This kind of treatment and attitude toward customers is hard to imagine in today’s retail environment. Has anyone else experienced this kind of absurd situation, and is there anything that can actually be done here?

 

[Funky-Trixtar]

Lux Sux, LUX SUX!!!!!!!

 

[mjt42]

Which countrys site are you on?

I would start an online chat with customer services - they have been very helpful with me this week.....

 

[cheshirecat]

Which countrys site are you on?

I would start an online chat with customer services - they have been very helpful with me this week.....

US. I have contacted their support team via email and described the situation in detail, but considering that today is Friday followed by the weekend, and based on what I read on this forum about a potential price increase for the glasses starting Monday, this promo code will essentially lose its value if the price does go up. I’m honestly shocked that a multibillion-dollar company would go to such lengths to alter the terms of a promotional *(compensation) code after it has already been issued—especially given that we’re talking about a piece of plastic, just like any other EJ Redux model.

 

[mjt42]

try on the live chat once they are open - probably a few hours away yet....

 

[cheshirecat]

I will definitely reach out to them in the chat as well.

try on the live chat once they are open - probably a few hours away yet...

 

[mjt42]

I will definitely reach out to them in the chat as well.

yes, at least you can speak in real time and get a solution before the price rises....

 

[XxRuMKaxX]

You would think with 25+ in stock a month and a half after its release they would want to move those things...

 

[cheshirecat]

Guys, this is just insane—below I've included the transcript of my conversation with a support chat agent. If anyone has contact information for any support department managers, please share it with me, because this kind of treatment of customers is not just subpar, it’s a complete display of indifference, disregard, and a total unwillingness to perform the duties expected from a proper customer service representative.

You said
Hello. My order was canceled and, as compensation, I received a 30% promo code yesterday. On the same day, I added the Oakley x Cinelli EJ Redux to my cart and applied the code to make sure it worked—and it did. However, when I returned the next day (today) intending to complete the purchase, the promo code no longer applied to this specific model, even though it still works on all others.
You said
Someone manually revokes the code’s eligibility for the exact item I want.
You said
Please restore the ability for me to apply the code to the specific product I intend to purchase, as this was the original purpose of the compensation offered.
You said
Discount Code: Censured
Expiration Date: 12/31/2025
Business said
I'm sorry to hear that. I'll do my best to help you. Could you please confirm your order number?
You said
H00426385223
Business said
Thank you for confirming! One moment while I check it for you!
While I’m working on your request, we’re always working to improve your experience. Within the next 24 hours, you’ll receive a short survey asking how likely you are to recommend us. Scores of 9 or 10 mean you’re highly satisfied with my service today, and your feedback makes a real difference—it helps us serve you and others even better.
If you have a moment, we’d love to hear your thoughts—it only takes a minute! Thank you for helping us improve!
You said
Please take your time
Business said
Thank you for your patience!
I've checked your order and the discount code and unfortunately, discount codes does not work for limited edition items or products already discounted or combined with insurance.
It might be occurred a system issue where the code worked at first, but due to our policies, vouchers and discount codes does not work for limited edition items. I'm sorry.
Business said
I am sorry, are you still there?
You said
This is not true, because the code did work on the EJ Redux Cinelli yesterday — I simply did not complete the purchase at that time.
Business said
I'm sorry. Unfortunately, due to our policies, discount codes does not work for limited edition items.
You said
I would like a manager to review my case and get in touch with me directly, as this situation feels like a slap in the face and a deliberate misrepresentation to the customer.
You said
You continue to provide false information, while the truth is that just yesterday I added the EJ Cinelli product to my cart, applied the code, and it worked perfectly.
You said
Not only did you fail to ship my original order, but the code you provided as an apology initially worked for the product I wanted and then suddenly stopped working.
Business said
I'm sorry. If you would like to contact a supervisor, I kindly ask you to call our team and request for a supervisor. You can contact us at 800 403 7449 (options are 1-3-1-1), and speak directly to our team.
Unfortunately, due to our policies, discount codes does not work for limited edition items. It might be occurred a system issue.
Business said
It was my pleasure to assist you. I would appreciate your feedback on our chat in the survey that you will receive by email in the next few hours.
Now that we've shown you the right direction about applying the discount code, is there anything else I can help you with?
If you have comments to do about our brand, site or process, just send me here and I will register your feedback.
You said
Expect to see my detailed feedback shared across all available platforms and Oakley-related forums regarding the level of service you have provided.

 

[XxRuMKaxX]

Guys, this is just insane—below I've included the transcript of my conversation with a support chat agent. If anyone has contact information for any support department managers, please share it with me, because this kind of treatment of customers is not just subpar, it’s a complete display of indifference, disregard, and a total unwillingness to perform the duties expected from a proper customer service representative.

You said
Hello. My order was canceled and, as compensation, I received a 30% promo code yesterday. On the same day, I added the Oakley x Cinelli EJ Redux to my cart and applied the code to make sure it worked—and it did. However, when I returned the next day (today) intending to complete the purchase, the promo code no longer applied to this specific model, even though it still works on all others.
You said
Someone manually revokes the code’s eligibility for the exact item I want.
You said
Please restore the ability for me to apply the code to the specific product I intend to purchase, as this was the original purpose of the compensation offered.
You said
Discount Code: Censured
Expiration Date: 12/31/2025
Business said
I'm sorry to hear that. I'll do my best to help you. Could you please confirm your order number?
You said
H00426385223
Business said
Thank you for confirming! One moment while I check it for you!
While I’m working on your request, we’re always working to improve your experience. Within the next 24 hours, you’ll receive a short survey asking how likely you are to recommend us. Scores of 9 or 10 mean you’re highly satisfied with my service today, and your feedback makes a real difference—it helps us serve you and others even better.
If you have a moment, we’d love to hear your thoughts—it only takes a minute! Thank you for helping us improve!
You said
Please take your time
Business said
Thank you for your patience!
I've checked your order and the discount code and unfortunately, discount codes does not work for limited edition items or products already discounted or combined with insurance.
It might be occurred a system issue where the code worked at first, but due to our policies, vouchers and discount codes does not work for limited edition items. I'm sorry.
Business said
I am sorry, are you still there?
You said
This is not true, because the code did work on the EJ Redux Cinelli yesterday — I simply did not complete the purchase at that time.
Business said
I'm sorry. Unfortunately, due to our policies, discount codes does not work for limited edition items.
You said
I would like a manager to review my case and get in touch with me directly, as this situation feels like a slap in the face and a deliberate misrepresentation to the customer.
You said
You continue to provide false information, while the truth is that just yesterday I added the EJ Cinelli product to my cart, applied the code, and it worked perfectly.
You said
Not only did you fail to ship my original order, but the code you provided as an apology initially worked for the product I wanted and then suddenly stopped working.
Business said
I'm sorry. If you would like to contact a supervisor, I kindly ask you to call our team and request for a supervisor. You can contact us at 800 403 7449 (options are 1-3-1-1), and speak directly to our team.
Unfortunately, due to our policies, discount codes does not work for limited edition items. It might be occurred a system issue.
Business said
It was my pleasure to assist you. I would appreciate your feedback on our chat in the survey that you will receive by email in the next few hours.
Now that we've shown you the right direction about applying the discount code, is there anything else I can help you with?
If you have comments to do about our brand, site or process, just send me here and I will register your feedback.
You said
Expect to see my detailed feedback shared across all available platforms and Oakley-related forums regarding the level of service you have provided.

You are talking to some person sitting at home in their underwear answering calls and emails and sending out codes. That is all they can do other than read policies to you. Welcome to Lux customer service...